IT Support Technician Job Type: Full-time Location: Croydon Salary: Competitive A new exciting permanent IT Support Technician role has become available working with a leading education federation, to provide high-quality technical support and project-related activities across their Croydon office and various academies. This role involves serving as a roaming technician to cover short-term absences and vacancies, offering an extra pair of hands when needed, and ensuring the continuous delivery of excellent IT services aligned with ITIL standards. Day-to-Day Responsibilities: Provide technical IT support, advice, and guidance in accordance with ITIL Log all IT support needs appropriately on the Service Management system and maintain ownership of Academy IT support tickets. Ensure IT support tickets are resolved within the target resolution time as dictated by the SLA. Re-route or escalate IT support tickets to the appropriate team as necessary and collaborate with 3rd line support, Project Managers, and other stakeholders for resolution. Identify, implement, and document workarounds for desktop-related problems within the Knowledgebase. Perform root cause analysis on recurring IT incidents to identify underlying causes. Manage and maintain Windows 10 based PCs, Laptops, Tablets, Apple OS iMacs, and iPads. Install, configure, and maintain computer peripheral equipment such as printers, interactive whiteboards, and projectors. Install and test new software and software updates/upgrades, ensuring compliance with software licensing regulations. Administer Active Directory user login accounts, Distribution, and Security groups. Required Skills & Qualifications: Proven experience in IT support or a similar role. Familiarity with ITIL frameworks and principles. Strong knowledge of Windows and Apple OS, software installation, and peripheral device management. Experience with Active Directory and network infrastructure maintenance. Excellent problem-solving skills and ability to perform root cause analysis. Strong communication and interpersonal skills. Ability to work independently and as part of a team. Benefits: Excellent opportunities for continuous professional development and support to progress your career. Annual performance and loyalty bonus. Pension scheme with generous employer contribution. 25 days annual leave plus bank holidays rising to 26 days after 2 years’ service, and Christmas Eve off for staff who work across the full year. Affordable electric car salary sacrifice scheme (up to 40% discount on car lease costs). Lifestyle friendly working arrangements and policies. Employee Assistance Programme for free and confidential advice. Cycle to work salary sacrifice scheme. Wide-range of shopping, leisure, and travel discounts, and exclusive to Harris employees, a generous 20% off at Tapi Carpets. Interest-free ICT and season ticket loans. To apply for the IT Support Technician position, please submit your CV to be immediately considered.